The Twelfth Fret Terms and Conditions

All sales are final. Displayed prices are based on Canadian Dollar in-store pricing, exclusive of any taxes or import duties.

We have a no-returns policy with the following exceptions:

Purchases made on 48 hour approval for shipped instruments:

We routinely ship instruments to our long-distance customers on 48 hour approval. In the unlikely event that you don’t like the instrument, you can return for full refund less the shipping costs. Note that import duties may apply; check with your Customs Services for reversal of duties in this situation. The Twelfth Fret has no ability to collect or refund import duties. The 48 hour approval option MUST be arranged in advance when you purchase the instrument. Our staff will clearly enter this option into your sales contract.

Consignment new and used instruments need specific permission of the consignor in advance before we can ship “on approval”.

New guitar lifetime warranty conditions can also prevent a full refund on some products.

Please ask in advance if you wish to have the 48 hour approval option as each and every new, used or vintage instrument has different conditions attached.

Return policy issues are unique to each and every sale.

Returning goods to us from the USA.

Contact us before you return the goods so we can advise you on the proper documentation so it will clear Canada Customs properly when the instrument re-
enters Canada. It is very important that the documents be completed properly. We will email you simple step by step instructions.

Refunds to Foreign currency credit cards:

We refund the purchase price as charged in Canadian dollars. Since the US dollar to Canadian dollar exchange rate floats up and down every hour, you may gain or lose slightly on your refund depending on the actual rate of exchange on the day we process the refund. We see exactly the same amount of Canadian dollars come into and leave our account. But the US dollar equivalent will vary slightly from day to day. Both the Canadian refund amount and the US equivalent will show up on your credit card statement.

Return of Strings and accessories

No problems here; we are happy to refund, credit or exchange provided goods are returned in a timely manner and in their original packages. Shipping costs are not refunded.

Though our return policies vary with the circumstances of each purchase, suffice it to say that we will move heaven and earth to make our customers happy. Since 1977, we have built a large and loyal clientele, mainly due to our exceptional customer service. Our goal is to ensure that each and every customer is satisfied; no matter how small or large the purchase.

Any issues or concerns you have with any instrument or with the quality of service provided, please email or call us. We are aware that though we aim for excellence, we are not perfect. With the heavy workload and the constant demands of retail sales, we do make mistakes. We are approachable and always willing to listen, and will do whatever it takes to sort things out to your full satisfaction.

Each and every NEW instrument, amp and effect we sell is covered by the formal manufacturer’s warranty. Warranties vary from 1 year up to lifetime depending on the manufacturer. It is a ‘given’ that we will to the ‘legwork’ for any customer who has a warranty claim. We will provide either in-house service or return the goods, at our expense to the manufacturer for repair or replacement depending on the circumstances.

Long distance customers must ship their items to us at their expense. We will send the goods back to the customer after repair/replacement at our expense.

Generally any item sold in Canada or the USA is covered under the same warranty policy. Items shipped to Europe or Japan are usually not covered locally and
must be returned to Canada for any warranty claim.

Warrantee: Used and vintage Instruments

There is no warranty with used and vintage instruments. That said, we are skilled luthiers and guitar technicians and we thoroughly inspect and setup each instrument that we ship. We encourage our long-distance customers to provide us with a profile of their playing technique, right hand attack, string gauge, action expectations and alternate tunings so we can setup the instrument before we ship.

The custom setup procedure also gives us a second opportunity correct any previously unnoticed faults.

We encourage our long distance customers who purchase used instruments from us to call our staff and have us ‘walk you through’ each and every ding, dent and scratch over the telephone. We are also happy to email photos if needed to ensure that there are no surprises when you unpack your new “pride and joy”.

Warrantee: Used and vintage amplifiers and effects

Used Amps and effects are sold “as-is-where-is”. We are not amplifier technicians. We are in no position to test used amps beyond simply plugging them in and playing through them to ensure they work properly here in the store.

Tube amplifiers and spring reverbs are by and large 1950s technology. By definition they are inherently unreliable and prone to intermittent faults. But tube amps do sound great and are relatively cheap and easy to service and repair.

That said, if you do not have a tube amplifier service technician in your area, you may want to reconsider purchasing a used or vintage tube amp.

TESTIMONIALS

Barbados Can’t Wait!

Didn’t Intend On Buying Anything.

Just wanted to thank you Brian for facilitating the purchase of the 1970 Martin D18. I didn’t intend on buying anything that day and appreciate your help on getting it done. Thanks again! Pass along my thanks to the Luthier who took a look at the guitar and say hi to the rest of the crew down there, a friendly bunch they are.

Simply Over The Moon Playing this Beautiful Herringbone!

I want to first thank Nevin who has spent time with me over several visits explaining the ins and outs of acoustic guitars. He has always been patient with, I’m sure to him, obvious questions and also full of really interesting information. Thank you Nevin, and thank you also for your diligence taking my Lucille in on consignment. Hope to hear from you soon on that!

I have been simply over the moon playing this beautiful herringbone the last few days.

Many thanks also to Brian who saw me standing there, guitar in hand and wondering what next and wrapped everything up very nicely and clearly. Anyhow great day as always when I visit you.

Community support

Myself and some of my mates have developed a charitable organization in Toronto called Guitars for Kids Toronto. We provide new and previously loved guitars to underprivileged kids in Toronto through Big Brothers and Sisters. I was looking for a “drop-off” depot in the east-end, where guitar donations could be left for pick-up.
If you have been to 12th Fret, you would know that they do not have much room for stocking additional gear – especially not for sale gear!
Because 12th Fret saw the value in community support…they graciously signed up to become a drop-off centre and have helped to promote GfK Toronto through their newsletters, web pages and social outlets!
Special thanks to Vicki, Grant, Brian and the team for your continued support!
Steve M.
Guitars for Kids Toronto

Great job installing the pickup in my old Martin.

I’d like to thank Jay in Repairs for doing such a great job installing the pickup in my old Martin. It seems to play much better too with the different bridge.
It is hard to explain to the uninitiated how nuance plays such a huge part in our musical adventures. And it is strange that after 45 my D35 still sounds like me!
Many thankswww.davidbradstreet.com